AccountId: 011433970860
ContactId: 7ec9cfa3-1cb8-4e15-8e3c-833820db6235
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421339 ms
Total Talk Time (AGENT): 141808 ms
Total Talk Time (CUSTOMER): 120764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7ec9cfa3-1cb8-4e15-8e3c-833820db6235_20250408T20:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling you from Saint Vincent Hospital to check eligibility and benefits for a member on a recorded line.
[AGENT][NEUTRAL] OK, and you say you need eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you cut up in the beginning of that number. Can you repeat the first three digits? I got the rest.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what's the name of the facility you're calling from?
[AGENT][NEUTRAL] Just planning.
[CUSTOMER][NEUTRAL] Saint Vincent's Hospital.
[AGENT][POSITIVE] OK great.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, that's D as in David, 4203.
[CUSTOMER][NEUTRAL] 2011.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be a number that the number is for IMA.
[CUSTOMER][NEUTRAL] Uh, no, I have the policy number that is D42032011.
[AGENT][NEUTRAL] OK, that's not a number.
[CUSTOMER][NEUTRAL] Could you please start with the name and the date of birth?
[AGENT][NEUTRAL] Mhm. Sure. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, so, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You want the spelling of the first name?
[CUSTOMER][NEUTRAL] First name spelled like
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find this number and that was my.
[CUSTOMER][NEUTRAL] I did get you what you said?
[AGENT][NEUTRAL] Let me see if I can find this number. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, just give me one minute let me check.
[CUSTOMER][NEUTRAL] All right. Our address is [PII].
[AGENT][NEUTRAL] OK, let's see if I can find that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found her. Thank you. And you said you need eligibility and benefits today and this is for what type of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, member is coming for, uh, memo screening with Jomo for outpatient hospital.
[AGENT][NEUTRAL] For what? I'm sorry. What type of service?
[CUSTOMER][NEUTRAL] Uh, screening them down with.
[AGENT][NEUTRAL] The screening test?
[CUSTOMER][NEUTRAL] Uh, screening mammogram, mammo screening with Tomo.
[AGENT][NEUTRAL] Mammogram. OK. Mammograms, meaning test. OK. Bear with me just a second. Let me see what we have under this policy.
[CUSTOMER][NEUTRAL] And if you have the updated policy number, you can provide me that so that I can update it here.
[AGENT][NEUTRAL] OK. Bear with me just a minute because it may be that you need to call IMA. So let me look at the benefits here with us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, yeah. This one doesn't cover screening tests or preventative tests. Um, that's usually handled by IMA. So let me go ahead and transfer you over to IMA where you can use that D number, that's their number, and they're the ones that handles the preventative side of this policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So let me give you the number for future and um I'm gonna go ahead and transfer you, OK, one moment.
[AGENT][NEUTRAL] OK, so the number you need to dial for future is [PII] and it's going to be option 1.
[AGENT][NEUTRAL] And uh, I am gonna put you through that option. Is there anything else I may help you with today before I transfer you to IMA?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] You're welcome. One moment. Thank you for calling AP. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][POSITIVE] We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep and we will get back to you as soon as possible. Thank you for your understanding and patience.